Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lazy Z was paid $433 for Fri 4/28 and Sat 4/29. I was locked into bathroom first thing due to doorknob stuck into door jamb. My partner had to disassemble and remove the k*** to get me out. Our room was adjacent to pool area so we had bright lights shining into room all night. One window had a shade that could not be lowered so we had to hang a towel over part of window. Pool hours close at 10:00 (posted). There was an incredible amount of noise, heavy bass/music loud with people in the pool including small children yelling past 11:30pm. I had to call an answering service to complain. Apparently Mgr. came and after about 1/2 hour that stopped. Then a group of men took over pool and they could be heard until 1:30 at least. WE COULD NOT SLEEP THOUGH WITH ALL THIS CRAZINESS!To top it all off we couldnt have coffee as their Keurig didnt work. Called Lazy Z today and was asked if I expected them to have a person monitoring the pool all night?!!! We left a day early as we could see it was not going to improve. We are demanding a refund as we paid TO HAVE A PLACE TO SLEEP!It is not my job to do the Mgrs job and place complaint calls, they should rent out a room in working order. THERE IS NO-ONE ON SIGHT AND NO WORKING HOURS POSTED. And then office again closed on Sunday and Monday.

  Business response

  05/03/2023

  We are so sorry your experience was unsatisifactory. We also however wish you would have given us a chance to correct the things that were wrong. We take pride in our property and especially our service. We strive to be available to our guests ***************************************** a ***********************. We have a 24 hour on call person that can be reached via our answering service as noted on our door chart (attached) We also have a handy man that lives right here on the property that could have been to your cabin within 5 minutes if you had called ** about the door k*** I know you understand that sometimes things break or malfunction without any prior warning and is something totally out of our control, but also something that we would have repaired for you immediatly. The lights by the pool can be bright, however again by simply reaching out one of ** would have gladly come and turned some of them off to make your night more comfortable. Also the reason that the blind in your room only lowers half way is because there is an air conditioning unit in the window to keep the room comfortable for our guests and that prevents the blind from lowering all of the way. The blind is fully functioning and not broken. Thank you for calling about the noise at the pool, we do appologize and as soon as you called, I personally was at the pool within 10 minutes of your call and asked the other guests to please return to their cabins. I didn't know anything about people returning and being loud again later. Again, a simple phone call could have immediatly remedied the situation. In the morning when you tried to make coffee and couldn't thinking the machine was broken, I could have been there to help as well, again had I known. I could have helped you to set the machine (I did go inspect it, and it is in perfect working condition) or I could have provided you a new machine. Again we cannot remedy a situation that we don't know about. The comment about monitioring the pool is taken out of context. What was said, is short of having someone sitting at the pool area all night, there is nothing we can do about noise or people staying after closing unless it is reported. You left early without telling anyone, again a simple phone call. We would have appreciated the chance to fix the issues you had. All of these were unforseen issues. The room was in working order to the best of our ability. Unfortunatly for ** to know anything is wrong, you will have to place a phone call or stop at the office, I'm sorry if that is an inconvience. I would like to correct the statement that there is no one on site. There is a handy man that lives on site as well as an on call person 5 minutes away at all times. We are always prepared to deal with any problems that *** arise. Office hours are clearly posted on our door sign as well as the on call number. We are fully available at all times. Yes you did DEMAND a refund, and were kindly asked to put your request in writing to be forwarded to the owner at which point you hung up. Your concerns were forwarded to them anyway at which point they decided to kindly return your payment for your stay less than 24 hours after your phone call. I hope this will be a satisifactory ending. 

  Customer response

  05/08/2023

  I am rejecting this response because:

  We have contacted our ************** and disputed the charge.
  
  Please see that this complaint remains on your listing for Lazy Z.  They should be required to let people interested in staying (in their advertisements) that THERE IS NO MANAGER ON SITE) to actually oversee the property.  All the issues we had to deal with are now able to be seen in the booking.com site and have been listed by others.
  

  
  

  
  

  Business response

  05/09/2023

  The refund was already processed on May 3rd. I have attached the statement showing thus. Unless they would like me to recharge the card and then they can file a complaint with their credit card company, it's to late for that. I have ****** spoken to bookings.com reguarding this complaint.

  It is also an inaccurate statement that there is no one on site. There is someone on site 24/7. 

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